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Service Encounter Journal : 1
Name of the firm/organization: Paradise Biryani Point
Type of service: Food
Date of encounter: __26/09/2010____________________ Time of encounter: __7:00 pm
What circumstances led to this encounter?
Ans) That was a Sunday where 4 of friends went to paradise biryani house and 1st of all there was a lot of time spent in parking the vehicles and again when we got a table then it took a lot of time to get the ordered food where all my hunger dried up which I felt very in satisfied about that place.
Exactly what happened to make this a memorable service experience?
Ans) Mainly the parking problem and the waiting time for ordered biryani.
How would you rate your level of satisfaction with this service encounter on a scale from 1 to 10, where 1 is extremely dissatisfied and 10 is extremely satisfied?
Ans) 8
1 2 3 4 5 6 7 8 9 10
How did this service encounter make you feel?
Ans) Unsatisfied.
Why did you feel this way?
Ans) There the taste of food is good but the service is the problem which might loose many customers.
In the case of a negative encounter, what could the firm or employee have done to make you more satisfied with the service encounter both during and after the actual service encounter?
Ans) At that place there is no contact between the inside service and out side service so they cannot get the customers satisfied
How likely is it that you will go back to this service provider again? (1 is extremely unlikely and 10 is extremely likely)
Ans) 8
1 2 3 4 5 6 7 8 9 10
Service Encounter Journal: 2
Name of the firm/organization: Vodafone Customer Care
Type of service: Mobile Communication
Date of encounter: 05/10/2010 Time of encounter: ___8.30pm___________________
What circumstances led to this encounter?
Ans) I wanted to talk to customer care but at least I could not find the option in IVR to dial to customer care.
Exactly what happened to make this a memorable service experience?
Ans) No Option found.
How would you rate your level of satisfaction with this service encounter on a scale from 1 to 10, where 1 is extremely dissatisfied and 10 is extremely satisfied?
Ans) 1
1 2 3 4 5 6 7 8 9 10
How did this service encounter make you feel?
Ans) Dissatisfied.
Why did you feel this way?
Ans) They are charging for incoming customer care calls but even I am ready to pay for that but I did not find the option to talk to them.
In the case of a negative encounter, what could the firm or employee have done to make you more satisfied with the service encounter both during and after the actual service encounter?
Ans) To my knowledge if I connect to Customer care then they can do some thing so 1st of all they should reset there systems.
How likely is it that you will go back to this service provider again? (1 is extremely unlikely and 10 is extremely likely)
Ans) 1
1 2 3 4 5 6 7 8 9 10
Service Encounter Journal: 3
Name of the firm/organization: Computer service centre ctc (don’t Know exact name)
Type of service: computer service
Date of encounter: __September Time of encounter: ______________________
What circumstances led to this encounter?
Ans) Repair of my computer.
Exactly what happened to make this a memorable service experience?
Ans) My Desktop computer got crashed and when I showed it to normal computer repair shop then he told ram, hardisk, motherboard are all spoiled. But when I gave it to them then they 1st tested and in 5 minutes they told that only ram spoiled and told to get ram replaced which I felt so happy of the service.
How would you rate your level of satisfaction with this service encounter on a scale from 1 to 10, where 1 is extremely dissatisfied and 10 is extremely satisfied?
Ans) 10
1 2 3 4 5 6 7 8 9 10
How did this service encounter make you feel?
Ans) Satisfied
Why did you feel this way?
Ans) because they were very honest in there service delivery.
In the case of a negative encounter, what could the firm or employee have done to make you more satisfied with the service encounter both during and after the actual service encounter?
How likely is it that you will go back to this service provider again? (1 is extremely unlikely and 10 is extremely likely)
Ans) 10
1 2 3 4 5 6 7 8 9 10
Service Encounter Journal: 4
Name of the firm/organization: Dell
Type of service: Repair
Date of encounter: _Octomber2010__ Time of encounter: __10am
What circumstances led to this encounter?
Ans) My laptop speakers not working and laptop in warranty.
Exactly what happened to make this a memorable service experience?
Ans) When I called dell for the repair service then it was so systematic that in 2min I got connected to the concerned person and he took my laptop online for verification and checked analyzed problem and in next 2days executive came to me and repaired my laptop to original condition.
How would you rate your level of satisfaction with this service encounter on a scale from 1 to 10, where 1 is extremely dissatisfied and 10 is extremely satisfied?
Ans) 1
1 2 3 4 5 6 7 8 9 10
How did this service encounter make you feel?
Ans) Satisfied.
Why did you feel this way?
Ans) Because of their prompt Service.
In the case of a negative encounter, what could the firm or employee have done to make you more satisfied with the service encounter both during and after the actual service encounter?
How likely is it that you will go back to this service provider again? (1 is extremely unlikely and 10 is extremely likely)
10) 1
1 2 3 4 5 6 7 8 9 10
Service Encounter Journal: 5
Name of the firm/organization: Neilgiri’s super market
Type of service: Grossery Stores _________________________________________________________________
Date of encounter: _____8/10/10__ Time of encounter: ___9pm___________________
What circumstances led to this encounter?
Ans) Good Service.
Exactly what happened to make this a memorable service experience?
Ans) There in the store I was in a hurry to get some items and the staff there assisted well.
How would you rate your level of satisfaction with this service encounter on a scale from 1 to 10, where 1 is extremely dissatisfied and 10 is extremely satisfied?
Ans) 8
1 2 3 4 5 6 7 8 9 10
How did this service encounter make you feel?
Ans) Satisfied.
Why did you feel this way?
Ans) They assisted me very effectively and made my work simple and easy even in billing.
In the case of a negative encounter, what could the firm or employee have done to make you more satisfied with the service encounter both during and after the actual service encounter?
How likely is it that you will go back to this service provider again? (1 is extremely unlikely and 10 is extremely likely)
Ans) 8
1 2 3 4 5 6 7 8 9 10
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